Broadband Upgrade

[Teebs23]

A few days ago I upgraded my broadband speed via the Virgin Media website (250 to 500 with a new 18 month contract). The process seemed to go smoothly, I received 'Order Documents' and an 'Order Summary' email that contained a reference number.

As my account didnt show any changes/orders and broadband speed is the same I contacted customer services via webchat/whatsapp and was told that my order didn't exist. After a lot of back and forth they told me they had recreated it for the same price by applying "rolling credit".

My account still shows no evidence of any of this.
The price on all the documents I have now received does NOT have any rolling credit applied.
I now, frankly, have no idea what the status of my account/order(s) is, how much I will be charged or what is generally going on.

[Ashleigh_C]

Hi there @Teebs23 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced this issue after a package change. I'm also very sorry that you were left confused after the team tried to resolve this with you. 

To clarify, any rolling credits would not be on the contract but would show on every monthly bill ensuring the bill price is the agreed price. Did the team state how much the contract would seem to be without the rolling credit applied? If so does this match what is shown on the contract?

[Teebs23]

The 'without rolling credits' number is what was stated by the customer service rep but other aspects of my package have also changed in ways I didn't ask for. The 'trust us we'll take some money off but won't put it in writing' approach does not inspire confidence. 
My account still shows no evidence of any of this.

[Vikki_M]

Hi Teebs23

I will send you a private message so I can check the package/price for you.

Please look out for the purple envelope in the top right of the page and pop back to me when you can. 

[Teebs23]

Despite being assured otherwise multiple times the 'rolling credit' has NOT been applied to my account and my latest bill shows the full amount. How do I get the rolling credit to be honoured?!

[Vikki_M]

Hi Teebs23

I will send you a further private message now to confirm things.

Please look out for the purple envelope in the top right of the page and pop back to me when you can.